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Quality of Service

Help Quality of Service

At Plusnet we believe in being straightforward and honest. We want you to know exactly how we're performing so we can work hard to make Plusnet even better. From answering your calls to repairing your faults, here's how we've been doing over the last few months.

How we performed October - December

Broadband and Home Phone

  • Customers who experienced a loss of their phone or broadband service 03.0% Show details Hide details

    Customers who experienced a loss of their phone or broadband service

    Proportion of customers who, at some point in the specified 3 month period, have been unable to use their broadband or home phone service, for which we have raised a fault with our supplier.

    • 3.4
    • 1.7
    • 0
    • 2.7%
    • 2.6%
    • 3.1%
    • 3.0%
    • Jan - March
    • April - June
    • July - Sept
    • Oct - Dec
    2019
  • Average days to restore lost phone or broadband service 03.9 days Show details Hide details

    Average days to restore lost phone or broadband service

    Days between the raising of the fault and our suppliers informing us that they have cleared the fault.

    • 4.3
    • 2.1
    • 0
    • 3.1 days
    • 3.4 days
    • 3.2 days
    • 3.9 days
    • Jan - March
    • April - June
    • July - Sept
    • Oct - Dec
    2019

Customer Service

  • Average time to answer the phone 0179 seconds Show details Hide details

    Average time to answer the phone

    The time a customer is on hold before their call is answered.

    • 321
    • 160
    • 0
    • 280 seconds
    • 138 seconds
    • 189 seconds
    • 179 seconds
    • Jan - March
    • April - June
    • July - Sept
    • Oct - Dec
    2019
  • Contacts answered in the UK 0100% Show details Hide details

    Contacts answered in the UK

    The proportion of calls, online chats, and tickets answered in UK call centres.

    • 100
    • 50
    • 0
    • 100%
    • 100%
    • 100%
    • 100%
    • Jan - March
    • April - June
    • July - Sept
    • Oct - Dec
    2019
  • Orders completed within 21 days 082.1% Show details Hide details

    Orders completed within 21 days

    Percentage of orders completed within 21 days.

    • 86.3
    • 43.1
    • 0
    • 80.7%
    • 84.4%
    • 81.3%
    • 82.1%
    • Jan - March
    • April - June
    • July - Sept
    • Oct - Dec
    2019
  • Engineer appointments attended on time 098.8% Show details Hide details

    Engineer appointments attended on time

    Proportion of appointments attended within the designated slot.

    • 99.8
    • 49.9
    • 0
    • 99.2%
    • 99.5%
    • 99.5%
    • 98.8%
    • Jan - March
    • April - June
    • July - Sept
    • Oct - Dec
    2019